Phonepay Plus is the regulator that oversees premium rate telephone numbers and competition lines in the UK. Bridge worked with the frontline customer service function and put in place a four module training programme following the Journey to Greatness theme. The main focus of the workshop was to build the confidence, knowledge and skills of all who attended, thereby maximising their effectiveness to communicate with others using a variety of methods. The added value was marked by both connecting the team to the values of the business and was designed to enhance and improve the telephone communication skills. Three years later, Bridge was invited back, (the company now renamed Phone-paid Services Authority) to work with new frontline employees with a rebranded Journey to Greatness course.